Choice Home Warranty
Reviews and Complaints

On July 1, 2023, my tankless water heater stopped working. The company scheduled did not show and it is now July 8th and it still has not been repaired. Choice keeps sending me apology emails but has not fulfilled the contract terms for repairing the water heater. If they are aware that we still do not have hot water, why have they not taken the action needed to find a technician.

WE had guests staying over with small children just after it stopped working. If they cannot deliver technicians in a reasonable time frame it is time to do more than just apologizing.

I have twice tried to schedule an appointment for service and both times they just left me hanging. the first time it was during an ice storm in Texas and our hot water pipe broke they never sent anyone out. The only email I received was that they were trying to set up an appointment. I ended up having to find my own plumber and after a lot of arguing they reimbursed me half of the cost. This time it was my air conditioner, same thing sent email saying basically they were working on it. Finally got a hold of a manager after many arguments with representatives and and she had an appointment set up for 07/05/2023 between 11:00am and 3:00 pm. The service man never came. When I contacted him he said he wasn't aware of it and that Choice warranty kept setting up appointments with them without even checking with them and he basically doesn't do work for them anymore because of this. This company is a damn SCAM!

On April 21 2023 I put in a claim for my Air conditioner to be repaired. As of this date July 1st, 2023 I have not had my Air conditioner repaired. I am getting a runaround and the same promise. "You will hear from us in the next 24 to 48 hr. with repair information." "It will be either by email or phone call". I have had to call and check each week myself and all I get is the same run around.

Two going on three months is not what was promised to me when I signed up for this service nor when I put the repair request in. They have been unable to find a service that will come out to my house. It is unreasonable for me to keep paying for a service I AM NOT GETTING. I have asked several times for all my money to be returned to me because service was and is not being provided. they say well you can use the service on other items. If you can't get the first request, why would you think I would put in additional repairs? I don't have anything else that needs repairs. They have offered me to find someone to do the work and they will reimburse me. However, if they will not pay the company to come out and do the work. why should I pay for the repair and not get my money back or not all that it cost to repair or replace it? However, I see they are still charging me each month for the service. I have already paid for a service fee and they did not send the repair person but are also telling me if I get a repair person myself, I will have again to pay the service fee. If I was going to have to pay and, fine and get the job done myself, what am I paying the Choice home warranty company for? Not a satisfied customer if I do not get a resolution soon, I will be contacting The better businesses about this service.

The request is now going on soon 90 days with no service.

I have been a long-time customer of Choice. At the time I made my purchase I subscribed to a multi-year plan and was told all my appliances, etc my second refrigerator and standalone freezer were covered. I know had the misfortune of having my 2nd refrigerator go out. They sent someone to repair, but it took a week... I didn't get upset because it was the second. Then 3 weeks later my primary refrigerator went out...I called in the claim...Had to wait almost 7 days for a tech to come out. Called in on Sat had a tech out on Friday. The tech diagnosed the issue incorrectly told me to give it 24 hours and it should be cooling. After that 24 hour when it still was not cooling, I contacted Choice and they stated they would re-call the tech at no additional charge to me. I had to however get in touch with the technician and let him know the repair did not work. I contacted the tech and he said then I will put in that you need a new compressor instead of the freon issue i told you it was. The next thing I know I received an e-mail stating that my claim was denied because my policy didn't cover a second refrigerator. After I calmed down, I contacted the service center and they said I needed to file an appeal and someone would contact me... Here goes another week...From a customer perspective, if a second refrigerator is not covered, why was the claim accepted and had to pay someone 85 for a claim that should never have been allowed. I could have contacted another company to fix my refrigerator and get better service. When speaking to the case manger the conversation went south quickly, she did not understand my complaint and stance that I should at least be refunded the $85 fee. She showed me in the contract that second refrigerators/standalone freezers etc. were not covered unlike what I was told when I purchased. I have to take some responsibility because I did not go through the contract with a fine-tooth comb. But at minimum I felt I should have been refunded the service fee because the claim should have been denied upfront. But in true capitalistic form, I was told, that fee in non-refundable. I will never do business with choice again and would tell anyone to stay away from them as well. go with a warranty company with no affiliation and that has a better reputation.

5/7/23 - outside faucet began leaking, not a drip but a full blown leak.

5/8/23 - files a request for repair with Choice Home Warranty

5/9/23 - received an email from Choice Home Warranty that they could not find a technician in our area, that we could find our own plumber, so we accepted this option.

5/10/23 - received email from Choice Home Warranty how to process the claim

5/11/23 - repair was complete by local plumber that we had to find, (mind you we had a leak, not a drip now going on for 4 days) the ground was soaked not to mention all the water that was wasted we still have to pay for) this repair was paid w/cash at the time of service. I spoke to Charlie at CHW about this being done prior to approval by CHW and he assured me that it would not be an issue and that we would be reimbursed all but the $85.00 minus the service fee. AND WHY ... are they not reimbursing the $85.00 fee, cause we did all the upfront work too!

5/15/23 - Uploaded a copy of the receipt from plumber to CHW, where is clearly showed paid by cash.

5/15/23 - Received an email from CHW that our claim has been denied due to not having prior approval before completing the work. REALLY?!? we have a leak and have to find our own plumber!

5/15/23 - requested a claim review

5/23/23 - received an email from CHW that our claim had been approved for the 217.06, that we needed to upload the document, which they already had! 6/22/23 - Since I had not heard anything more from CHW I reached out through the website to follow up on the claim and uploaded the document again, nothing.

6/26/23 - Submitted another inquiry regarding the claim, nothing

6/28/23 - Finally called them... (spoke to a person who is very hard to understand with their broken English) only for her to tell me that the refund was finally approved on 6/22/23, after I again sent a copy of the same document that they already had and knew how much to refund from. And that now it will be 30 days from 6/22/23 for the check to be processed.

From this experience and from what I have been told from people who have CHW, this company does whatever they can to NOT pay a claim! At this point, I think this is not a service that I will continue to use. AFTER I get the refund, I will be canceling this service.

Our a/c stopped working around 10:00 pm on 6/1/23. The thermostat screen was blank and nothing was working. It looked like the batteries went dead so I replaced them and the screen on the thermostat appeared again but, still nothing was working.

Called Choice early in the morning of6/12/23 and later received an e-mail indicating a tech from ***** Heating and Air would arrive on 6/13/23 between 7:00 am and 11:00 am

The ***** tech arrived on time and we paid our $75 fee. He checked the system and found an issue with the control board not communicating with “the rest of the system”. When we asked if it could be replaced he said these parts were not stocked and it would be around 11 months to get a new one and he would pass this on to Choice. When we asked what we could do, he said since the existing system was 13 years old we should consider getting a whole new system.

Later in the morning (10:39 am) we received another e-mail from Choice stating the original appointment with the ***** tech had been canceled (after he was already here) and our claim was being dispatched to a new Choice tech. Never heard anything further from or about that new tech. Where is he..what happened to him? This appears to be some sort of ploy to avoid having to pay to resolve our claim. Later that afternoon (1:37 pm) we received another e-mail from Choice stating that the tech (***** or Choice ?) refused to order the part needed and the claim has been reassigned (Reassigned to who?) or we could hire our own tech and be reimbursed by Choice.

Still later that afternoon (2:14 pm) we receive yet another e-mail instructing us how to use the reimbursement process that we never agreed to use.

My wife and I are in our 80’s and the oppressive heat on these days and the events outlined above was more than my wife could take. We immediately contacted several a/c installers and we had a new system installed the following morning 6/14. That’s good customer service.

Based on the above erratic events, its apparent that there is a serious lack of understanding and confusion about how this process was handled or perhaps its an attempt to dissuade us from filing a claim and to avoid paying out a reimbursement. In spite of all the obstacles being placed in our way by Choice we will seek reimbursement for our claim. I spoke with Choice again on 6/26/23 about the reimbursement and they said it was denied because I did not follow the seven steps they require to get reimbursed. We could not follow he seven steps because of the confusion and road blocks put before us by Choice.

Choice home warranty owes my company over $6000 it’s been 3+ months seen we been trying to get our money.

This company is a scam they do not pay their vendors on time they also stopped the vendors from calling in and getting any information.

My company has done over 200+ work orders for choice home warranty.

For such a big company to prey on the vendors is not right not only do they not pay you but they also expect you to work for free!

On May 2, 2023 I called Choice warranty for repairs under my contract. They issued a repair request and for the next two weeks nobody showed up. They said I could hire someone in my area to do the repairs. I called every contractor who does A/C repair and the two who would even consider it called me back and said they had to do some work on the unit to determine the problem. Choice did not approve because they could not comprehend that if an A/C unit has lost the freon it had to be charged to find the cause. After two more weeks I contracted another person and am having to pay out of pocket for the test and repair with the parts being under warranty. I will be into the repair cost at $2300 because I trusted Choice to be honest and have integrity. What a joke.

I contacted Choice Warranty (Policy # [protected]) about a Water Softener that was not working. They sent out a technician from Plumbing Innovations located in Las Vegas, [protected]. The technician could not find out what was wrong with the Water Softener and said everything looks ok but her could not get it to cycle. I called Choice Warranty and let them know the Water was not repaired. The owner of Innovations called me and said they could not get parts and the unit needs to be replaced

10 to 12 calls later to Choice Warranty and my Water Softner is still broken

My family's small HVAC business completed 10 work orders with Choice Home Warranty, and out of the 10, only TWO got paid. I've been given the run around for months now trying to get paid, for over $6 grand worth of work, and now we are being told they deactivated us for "performance issues." We have never gotten a call back from the customers, in fact they were all very apologetic how choice has treated us. They are SCAMMERS. They also treat their customers horribly. It's like pulling teeth trying to get them to cover basic parts. RUN FROM THIS COMPANY, VENDORS AND CUSTOMERS.

Email info below, still no contact from repair person, other than he said to run it on time dry cycle and there's a concern of the heating element being burned out by continually using this cycle.

Begin forwarded message:

From: Nancy Ard

Date: June 1, 2023 at 4:27:27 PM CDT

To: CHW

Subject: Re: Message from Choice Home Warranty

What’s the status of the necessary repairs on our dryer. Claim #[protected]

Sent from my iPhone

On May 30, 2023, at 10:41 AM, CHW wrote:

Policy #: [protected]

Claim #: [protected]

LOCATION: 2 Summer Tree Ct, Wichita Falls, [protected]

Terry and Nancy Ard

CHW Posted a message on your claim:

Thank you for your email. We apologize for any inconvenience this may have caused. Our records indicate that this claim was reassigned due to the vendor from A&E Factory Service (Sears) does not serve your equipment. Your claim is currently being processed by our automated dispatch system. Once a technician accepts your work order, you will receive an email and automated voice message with their contact information. Please note that you will not be required to pay a new service fee. Thank you for being a valued customer of Choice Home Warranty.

You can respond to this message in your CHW Online Account Center at .

In the Account Center you can also:

• View Your Plan Details

• Download Your Contract

• Submit a Claim

• View the Status of Your Claim

• Message with CHW Representatives

• Edit Your Profile & Contacts

• Renew Your Warranty

• Update Billing Information

• Make Past Due Payments

• and MORE!

Our hot water heater is not working. We called, paid a guy $45, and he said the company would cover the replacement like they always do. Less than 24 hours after our discussion, we received a notice from the company that we need to read small print in the contract. While the Hot Water Tank is covered, the "vessel" inside the hot water heater is not. Therefore no coverage.

The guy calls back and says he doesn't understand the decision and offer to give us a new hot water heater installed for $1800.00

We are in our 70s and haven't had hot water for over a week now. We call CHW and they said file an appeal - we said we wanted to cancel our contract - they said no file an appeal first and if it fails then cancel and get $600 back.

This company sucks big time - DO NOT FALL for their sales pitch and message that they have 5-star reviews.

We decided to turn the matter over to the Texas Attorney General office.

Filed claim on dryer comes on but no heat. Technician arrived 4/10/03. He checked dryer and stated the heating element was burned out, He would order the part and return when it came in.

The following week he returned with the new element, installed it, turned on dryer no heat. He checked wiring on the Dryer and stated control module was out, and they would order the part and return.

On April 20th choice point called and stated they no longer made parts for that dryer but would allow a payment $ 367.00 towards a new dryer. I accepted that knowing that was fair for the age of the dryer, and I would receive a check in 30 days. (Here it is June2 and still have not received payment.

I ordered a new dryer and when it was delivered the Costco technician installed it and when checking it out it came on but no heat, checking further he checked the outside breaker box and stated the breaker was bad.

Choice home experienced technician did not check the outside breakers.

I purchased a breaker at Lowes for $16.00 installed it and the dryer worked properly. At this point my old dryer did not have to be scrapped if the technician was competent.

I called Choice Home and began and endless merry go round with the service department. They went from there techs. are experienced and would not make a mistake like that. From May 18th thru June 2nd/2023 Spending in excess of 12 hours in calls with their service department and the escalation department the only offer they made were two free service calls that cost $ 75.00 per call.

Still have not received my check I did verify 2 weeks earlier it was mailed.

I thought I did my due diligence in vetting this company. Hard lesson they should not be able to conduct business anywhere in the states.

I called Choice on May 15, 2023 concerning my air conditioner's failure to cool. In spite of numerous calls to them, no repair company has ever called me to set up an appointment for the repairs! I have congestive heart failure and MUST be in an air conditioned environment! I have called them at least six times and even talked with a supervisor, yet they still haven't fulfilled the conract!

I have appliances warranty with choice home for 2 years.

My Dishwasher suddenly stop working .I raised a ticket to fix it. technician came to home he charged me 75$ and he said he will be contact to choice home warranty regarding the parts.after couple of months I haven't heard from them and My dishwasher still not working. I called them they said we denied your claim. if they are not able to fix it then what is the meaning of buying a warranty.

Rude answer by call centre people

In following directions to file my complaint on line I did on May 24, 2023 because my hot water had gone out and water was on the floor. I check on my claim status within 3 hours and there was nothing going on with my claim. I attempted to call customer service and they were gone for the day. I woke up very early on May 25, 2023 to see if anything changed with my claim status and nothing. Around 11:30AM on the 25th I get an email notification stating they sorry about unable to assign my claim but still checking. Around 5:30 on same day, I get notification my claim has been assigned to a vendor, Johnson Controls. Johnson Controls emails me shortly thereafter stating they will visit on June 2, 2023 a whole week later in the meantime, I sit without hot water and the possibility of my tank busting and destroying my finished basement. I called on May 26th, to speak wo supervisor and was told they unavailable and will call me back. Its now 1;00 PM on the 26th and nothing from anyone. I can only say don't spend you money with this warranty company quite the waste.

Hello,

This is Vincent of VA Journeymen Plumbing Corp.
Up to this point I have completed 4 authorized jobs dating back to 5/19 and have not received payment for any of them.

SWO [protected] Invoice 1001022 Authorization [protected] Owed $275.00
SWO [protected] Invoice 1001025 Authorization [protected] Owed $360.00
SWO [protected] Invoice 1001020 Authorization [protected] Owed $422.50
SWO [protected] Invoice 1001015 Authorization [protected] Owed $314.00
Total of $1,531.50 owed by CHW for Authorized Claims

I also went to two calls in the beginning that already had technicians visit the site. CHW said they would pay the service fee. I have not been paid for those either.
SWO [protected] Invoice 1001019 Owed $75 for service fee
SWO [protected] Invoice 1001010B Owed $85 for service fee
I’ve been attempting since day 1 to get in contact with someone from accounting regarding this issue.
Whenever a dispatching representative calls me, I plead my case to no avail.
They tell me they can no longer transfer my call to accounting.

They give me this number to call: [protected] Then I press 5, then 3. It brings me to an automated voice message that tells me they will no longer be accepting live calls and to use the portal to message someone. The problem there is, the messaging is a bot and not a human. They are only prompted to respond to automated messages based on boxes you click. Seems they are purposely avoiding me and at this point I think I've totally been ripped off of time and money.

Choice Home Warranty – a company practicing in bad faith, very deceptive

When the saleswoman wanted to sell the warranty to us, everything she said was hunky dory: if an appliance breaks down, no problem, Choice will help promptly fix the appliances or provide a replacement of matching product if not fixable. As a result, we bought a 3-year policy with Choice Home Warranty last year.

We reported a problem of our built-in microwave on 1/23/2023. A technician came, took a look, charged us $65, and left. After that, over two months, nobody from Choice contacted us until 3/31 when I asked. Then we were shocked to know that they decide to give us a Lowes’ $191 debit card to settle the case. They don’t care whether the replacement will be equivalent to the old one in capacity, features or dimension; they will not responsible for the cost of shipping, tax, or expensive installation either. We provide all the documents and pictures to show that $191 is impossible to replace our original $929 microwave. We called/wrote to Choice numerous times, wasting 4 months’ time, but Choice refuses to listen.

This company is a big SCAM. In this case, they throw $191 (actually only $126 because I had to pay $65 upfront) for “replacing or covering” (with no installation) our $929 GE Profile built-in microwave. They claim their policy “Save Money, Peace of Mind, and Convenience”, but everything turns out the opposite. Choice = DECEPTION.